Operations Supervisor

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Position Summary:

The Operations Supervisor is responsible for leading a team of Agents to ensure the consistent delivery of high-quality service across multiple communication channels. This role focuses on driving team performance, achieving operational KPIs, ensuring compliance with client and company standards, and fostering a culture of accountability, engagement, and continuous improvement. The ideal candidate is a strong people leader with experience in BPO or customer service environments, capable of balancing performance management, coaching, and operational support in a fast-paced, metrics-driven setting.

Key Responsibilities / Functions:

• Lead, coach, and support a team of Agents handling inquiries across multiple digital channels (e.g., chat, email, voice, or social media).
• Monitor daily team performance to ensure adherence to SLAs, response times, quality standards, and productivity targets.
• Conduct regular coaching sessions, one-on-one discussions, and performance reviews to drive continuous improvement.
• Ensure timely and accurate resolution of customer concerns in accordance with service standards.
• Oversee daily workload distribution, scheduling, and attendance management to maintain optimal team coverage.
• Analyze performance reports and dashboards to identify trends, gaps, and improvement opportunities.
• Develop and implement action plans to address performance issues and improve team outcomes.
• Collaborate with Quality Assurance, Training, Workforce Management, HR, and Operations teams to ensure alignment and efficiency.
• Support onboarding, training, and development of new and existing team members.
• Handle escalations and assist in resolving complex customer issues when needed.
• Ensure compliance with company policies, client requirements, and data security standards.
• Promote employee engagement and support initiatives that drive motivation and retention.
• Contribute to process improvement initiatives to enhance operational efficiency and service quality.

Qualifications and Requirements

• Minimum 1 year of experience as a Team Leader or Supervisor in a BPO or customer service environment.
• Proven experience managing teams in a metrics-driven, customer service setting.
• Strong leadership skills with the ability to motivate, coach, and develop team members.
• Excellent communication skills (written and verbal).
• Strong analytical and problem-solving skills.
• Ability to manage performance issues and drive accountability.
• Experience handling multiple communication channels is an advantage.